Zaikaya James
Culpeper,VA
Summary
Adept at transforming customer interactions into memorable experiences, I leveraged my problem-solving skills and empathy at Urgent Care & More to significantly enhance patient satisfaction. My proficiency in medical billing software and commitment to HIPAA compliance, coupled with a 37% boost in customer satisfaction ratings, underscore my ability to meet and exceed employer expectations.
Healthcare professional known for high standards and impactful results. Background includes
managing patient interactions, resolving complex inquiries, and enhancing overall patient
satisfaction.
Overview
9
9
years of professional experience
Work History
Cox Cable
Remote Customer Service
12.2022 - Current
- Educated customers on service features and functionalities.
- Performed work in buildings, attics, basements and crawl spaces.
- Selected location and installed equipment and inside wiring with customers.
- Developed customized solutions for unique client demands by utilizing extensive knowledge of different cabling systems and implementation methods.
- Provided real-time support to customers via chat, email, and telephone as needed, addressing inquiries and resolving issues promptly, resulting in a 37% increase in customer satisfaction ratings.
- Collaborated with cross-functional teams to escalate complex issues and ensure timely resolution, enhancing overall service quality.
- Maintain accurate records of customer interactions and feedback in the CRM system to track performance and identify areas for improvement.
- Develop and update chat scripts and knowledge base articles to streamline customer interactions and reduce response times.
Medical Customer Service Representative
Urgent Care & More
02.2018 - 12.2022
- Provided support in navigating healthcare systems and insurance processes.
- Demonstrated empathy and patience while addressing customer concerns.
- Educated customers on product usage and safety information.
- Processed orders, returns, and exchanges with attention to detail.
- Managed high call volume with professionalism and empathy, ensuring timely resolution of customer concerns.
- Enhanced patient satisfaction by addressing inquiries and resolving issues related to medical appointments, billing, and insurance.
- Managed high call volume with professionalism and empathy,ensuring timely resolution of customer concerns.•Enhanced patient satisfaction by addressing inquiries and resolvingissues related to medical appointments, billing, and insurance.•Established strong relationships with healthcare professionals,resulting in increased trust and credibility for the organization.
Customer Service Representative
Remote
01.2016 - 02.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Certified Medical Assistant - Nursing
Chancellor High School
Spotsylvania County, VA05.2018
Skills
- Problem-Solving & Analytical Thinking
- Customer Service
- Written & Verbal Communication
- Typing Speed [50 WPM]
- Multitasking & Prioritization
- Time Management
- Claims InvestigationMedical Billing SoftwareInbound and Outbound CallingHipaa Compliance AwarenessInsurance Verification Call Center experienceElectronic Medical Records Microsoft OfficeData Entry and Analysis ICD-10 proficiency
Timeline
Cox Cable
Remote Customer Service
12.2022 - Current
Medical Customer Service Representative
Urgent Care & More
02.2018 - 12.2022
Customer Service Representative
Remote
01.2016 - 02.2017
Certified Medical Assistant - Nursing
Chancellor High School
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